Melody Golden-Santos

"Game Changer Award" received in November of 2025.

• Developed tailored employment plans for clients based on individual strengths and needs.
• Facilitated job readiness workshops to enhance client skills and confidence in the workforce.
• Collaborated with community organizations to identify job opportunities for clients.
• Monitored client progress and provided ongoing support throughout the job search process.
• Assisted clients with completing job applications and submitting resumes to improve interview chances.
• Established strong relationships with local employers to match clients with suitable job opportunities.

• Created and maintained accurate records of client progress towards goals in a timely manner.
• Advised management on organizing, preparing or implementing recruiting or retention programs.
• Assessed customer satisfaction levels through surveys or interviews; provided feedback to management team.
• Participated in outreach efforts within the community including presentations at schools, churches, civic organizations.
• Delivered exceptional service level by listening to concerns and providing appropriate solutions.
• Attended court hearings as an advocate for disabled individuals needing assistance with legal matters.
• Coordinated transportation arrangements for those without access to reliable transportation options.
• Collaborated with other professionals to ensure coordination of care between multiple agencies and providers.

• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Developed and maintained courteous and effective working relationships.

• Provided case management services including linking clients with community resources and providing referrals for social services.
• Assisted clients in developing and executing independent living skills such as budgeting, meal planning, finding housing.
• Monitored client progress toward individualized service plan goals through periodic reviews of records and reports from other agencies or programs involved in the delivery of services.
• Maintained and updated organizational charts, employee handbooks or performance evaluation forms.
• Attended meetings and participated in staff development training activities.
• Discussed rights and responsibilities associated with public assistance with applicants.
• Provided crisis intervention services to assist clients in managing emotional distress related to their disabilities or personal situations.

• Managed incoming calls while providing information or transferring callers to appropriate personnel.
• Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
• Updated contact lists regularly when changes occur in employee status or contact information.
• Handled incoming and outgoing correspondence, including email, mail, and package deliveries, ensuring timely distribution.
• Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
• Handled confidential documents in an organized fashion according to established protocol.
• Facilitated communication between different departments within the organization.
• Worked with cross-functional teams to achieve goals.

• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Worked flexible hours across night, weekend, and holiday shifts.
• Managed time efficiently in order to complete all tasks within deadlines.
• Organized and detail-oriented with a strong work ethic.
• Developed and maintained courteous and effective working relationships.

• Managed daily operations of the customer service department, including staffing schedules and resource allocation.
• Developed departmental goals and standards in line with supporting organization's mission and strategic vision.
• Ensured compliance with applicable laws and regulations regarding customer service practices.
• Fostered positive and inclusive team culture for support staff.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Handled escalated calls from customers requiring additional assistance or specialized knowledge.
• Resolved complex and escalated support issues.
• Led support team in delivering exceptional customer service and resolving complex issues.